Zero service when requested, why do I ave to call you to get something done?

My fiance and I have been a client of Momentums for years. Reached out multiple times trying to understand why our client numbers are not working to get us our discounts at Nu Metro (small issue), but NO ONE contacts us back or gives us any results? You try LIVE service on the app, it's not LIVE... I mean for something so small makes me worry about if I had something really big happen.